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Risk Issues and Crisis Management in Public Relations : A Casebook of Best Practice : 4th Edition - Michael Regester

Risk Issues and Crisis Management in Public Relations

A Casebook of Best Practice : 4th Edition


Published: 15th June 2008
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Published: 3rd June 2008
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The reputation of an organisation influences who we buy from, work for, supply to and invest in.

Intangible assets, of which reputation forms an important part, account for well over 50 per cent of the value of the fortune 500 and even more in the case of the FTSE 100.

This fourth edition of Risk Issues and Crisis Management in Public Relations has been completely revised and aims to define reputation, explores how to value it and provides practical guidelines for effective reputation management. This latest edition features new sections on the effects of recent world events, corporate social responsibility, climate change and sustainability, legal revisions and the use of the internet in a crisis.

Featuring new case studies on Oxfam v Starbucks, Sony, Dell, Ribena, BP, Bernard Matthews and the Bird flu issue, Northern Rock, Walmart, "Celebrity Big Brother 07", The Cadbury Salmonella outbreak, the virgin train crash and the Buncefield oil explosion, the book charts how rapidly the reputation management agenda moves and yet how slowly business learns.

About the Author

Michael Regester and Judy Larkin draw on 30 years' experience advising corporations on what to do in anticipation of potential risk issues and how to cope in crisis situations. they are the founders of london-based reputation management consultancy, Regester Larkin.

"The classic text on how to prevent an issue turning into a crisis." PR Week "A useful, well-written book." Professional Manager "This latest revision features an expanded look at issue management implementation and also examines recent trends in Corporate Social Responsibility." Corporate Public Issues And Their Management "Written for public relations managers, their text defines reputation, explores how to value it, and provides practical guidelines for effective reputation management." Reference & Research Book News "Defines reputation, explores how to value it, and provides practical guidelines for effective reputation management." Reference & Research Book News "This book offers a thoughtful collection of best practice case studies which offer important topics for debate." Italian Institute of PR(FERPI) website "Clearly written and sympathetic without taking sides, this book could really make a difference for your company if the unexpected happens." Marketing Business

About the authorsp. xi
Forewordp. xiii
Prefacep. xv
Acknowledgementsp. xvii
Introductionp. 1
Risk Issues Management
Outside-in thinkingp. 7
Who can we trust?p. 7
Consumer power and the rise of a non-governmental orderp. 10
Case study: Oxfam attacks Starbucksp. 17
Dealing with riskp. 20
Case study: MMRp. 22
Handling the organizational responsep. 24
The advocacy approachp. 25
Public consultation - building dialogue into the communications processp. 28
The rise of the precautionary principlep. 29
Case study: phthalates in toysp. 30
Case study: Chinese takeaways hit North American and UK businessp. 33
Summaryp. 38
Issues management definedp. 39
What is issues management?p. 40
What about the sceptics?p. 42
What is an issue?p. 44
Who should practise issues management?p. 45
What are the functions of issues management?p. 46
Summaryp. 48
Planning an issues management programme - an issues management modelp. 49
Issue lifecyclep. 51
Case study: Vioxx - never ignore the warning signsp. 54
Case study: Monsanto wrecked brand and lost opportunityp. 57
Case study: Arla product boycott in the Middle East - issues management planning needs to be globalp. 60
Case study: Sony and Dell Hell - prevention is better than curep. 63
The importance of early actionp. 66
Case study: Ribena found wantingp. 67
Summaryp. 72
CSR: the new moral code for doing businessp. 73
Introductionp. 73
The growing business imperativep. 74
What constitutes good socially responsible corporate behaviourp. 80
New business valuesp. 81
Case study: BP's fall from gracep. 82
CSR best practice policy development and managementp. 90
Summaryp. 93
An issue ignored is a crisis ensuredp. 95
Case study: decommissioning the Brent Spar - implications for a global industryp. 95
Case study: the story of Bernard Matthews, his turkeys and avian flup. 105
Case study: drug pricing in South Africa - the business perspective is not the only perspectivep. 108
Case study: business response to climate change - Wal-Mart, Exxon, Virginp. 111
Case study: Celebrity Big Brother 2007p. 117
Implementing an issues management programmep. 123
Examples of issue management models and processesp. 132
Summaryp. 136
Crisis Management
So it hits the fan - now what?p. 139
Case study: Cadbury salmonella outbreakp. 140
Case study: the Asian tsunami and the travel industryp. 140
Business crisesp. 144
Case study: Sayonara Citibankp. 145
How the mighty fallp. 147
Case study: Northern Rock on the rocksp. 147
Case study: Piper Alpha catastrophep. 153
Case study: Paddington rail disasterp. 153
CEOs are not infalliblep. 156
Case study: Marks & Spencerp. 156
Product-related crisesp. 157
Case study: the Tylenol talep. 158
Case study: what took the fizz out of Perrierp. 159
Case study: Coca-Colap. 160
Who will have a crisis?p. 162
What kind of crisis will happen?p. 164
Case study: Mercury Energy turns off the powerp. 168
Summaryp. 172
Perception is the realityp. 173
A tale of three sorry tankersp. 174
Case study: Exxon Valdezp. 174
Case study: Braerp. 176
Case study: Sea Empress in distressp. 180
Summaryp. 181
The media in crisis situationsp. 182
Case study: how an organization got it rightp. 183
Case study: how smaller businesses survive crisisp. 186
Case study: Virgin train crashp. 188
Gaining media supportp. 192
The media as an allyp. 192
Case study: Thomas Cook coach crashp. 193
Monitoring the mediap. 196
Summaryp. 198
The legal perspectivep. 199
Legal pitfalls when communicating in crisisp. 200
Case study: Herald of Free Enterprisep. 201
So what is the lawyer's role in a crisis?p. 202
Compensationp. 203
Ex-gratia paymentsp. 203
Summaryp. 204
Planning for the unexpectedp. 205
Calm and positive thinkingp. 205
Deeds versus declarationsp. 206
Planning to manage the crisisp. 207
Appointing the teamsp. 209
Communication hardwarep. 210
Crisis preventionp. 212
Selecting team membersp. 214
Putting the plan in writingp. 215
Testing everythingp. 215
Summaryp. 217
Crisis communications managementp. 218
Background information to seize the initiativep. 218
Set up a press centrep. 219
Managing the press conferencep. 220
Dealing with the television interviewp. 221
Coping with hundreds of telephone callsp. 222
Responding to calls from relativesp. 224
Case study: misinformation over mining deaths in Virginia - in a crisis no information is more important than correct information to familiesp. 225
The news releasep. 227
Keeping employees informedp. 228
Using your websitep. 229
The role of the emergency servicesp. 230
When it is all overp. 231
Summaryp. 232
Referencesp. 233
Indexp. 236
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9780749451073
ISBN-10: 0749451076
Series: Pr In Practice
Audience: Tertiary; University or College
Format: Paperback
Language: English
Number Of Pages: 245
Published: 15th June 2008
Publisher: Kogan Page Ltd
Country of Publication: GB
Dimensions (cm): 23.5 x 15.7  x 1.9
Weight (kg): 0.476
Edition Number: 4
Edition Type: Revised